2.7 Provide training or assistance for new users

Contents

Initial training or on-site assistance should be provided to help new users understand the terminal and learn how to use it.

Rationale

Some users will find the terminal difficult to use at first, but will be perfectly able to use it after some initial training or assistance. This may be true for users with any perceptual, cognitive or learning impairment. It may also be true for older users who use public access terminals rarely and find them intimidating, simply because they are not familiar with them. However, many terminals are used in a place where support and help is not readily available or convenient. For example, if someone is using a bank cash dispenser for the first time, asking for assistance from other members of the public may compromise their security.